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CRM Transition Experience

Executive Transition Manager for CRM EMEA

Q3 2004 - Q3 2011

Permanent Position

Worked across EMEA leading and managing the business process outsourcing transition business for CRM with extensive...

CRM Transition Projects

IBM Delivery Centre Egypt

Led a multi-functional team in the instigation and set up of a brand new IBM cross tower, front & back office delivery centre in Cairo, Egypt. Despite being in the midst of the Egyptian Uprising, this project was successfully on budget with a short unavoidable overrun. More details available on request.

TfL London

Ran the back office team for Road User Charging scheme with high levels of client and internal focus, following the go live of a completely new set of working processes and systems.


Ran the transition of 120 CRM back office departments from Spain to Latin America. Based in Madrid, and delivering both the onshore and offshore transition, the project involved resources spread across multiple countries. The project included the setting up of two new delivery centres in Latin America. Working with an extremely tough and demanding client, all five customer lines of business were successfully delivered on time and on budget.


Ran the EMEA transition project on an account with high customer and IBM internal focus. This was a multi tower deal moving 16 countries from EMEA into two IBM delivery centres across all aspects of the F&A area from General Ledger to Accounts Payable. Despite many challenges, in working closely with the customer to build trust, the project was delivered successfully across multiple go lives on time and on budget.

Virgin Media

Ran the Transition Solution workstream for a period of time running up to the signing of a multiyear deal. The role included the organisation of all the transition activities prior to signing and interacting with the various members of the large engagement team, from pricing to Contract & Negotiations.

EMEA Transition Lead

Working across EMEA leading and managing the business process outsourcing transition business for CRM and holding responsibility for the design, planning and costing of 159 CRM transition project solutions valued between £11m to $321m each. However I believe in having the ability to deliver on projects as well as manage the business, and this resulted in the project experience below.

Programme & Project Management
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